Driving Operational Excellence for a New MVNO

This case study outlines the operational challenges faced by a newly launched Mobile Virtual Network Operator (MVNO) and the solutions provided by Fusion CX. The MVNO aimed to establish reliable and efficient business operations, particularly in network provisioning and porting workflows, which are critical for customer onboarding. The challenges included a high risk of porting fallout, frequent production incidents, and a lack of established process documentation. Fusion CX responded by building a dedicated operations support team within 30 days, which integrated with the MVNO's business units. The solutions included daily monitoring of activation workflows, incident management, and the development of custom KPIs and dashboards. As a result, the MVNO achieved an 85%+ port success rate within six months, reduced reactive service tickets by approximately 50%, and improved customer satisfaction and retention rates. The case study emphasizes the importance of operational maturity for new MVNOs to ensure smooth launches and effective incident resolution.